Turn CX Ambition into Commercial Results
Turn CX Ambition into Commercial Results
When growth or change has stretched what your CX function can deliver, I diagnose the issues and deliver a plan that closes the gap and shows up on the bottom line
When growth or change has stretched what your CX function can deliver, I diagnose the issues and deliver a plan that closes the gap and shows up on the bottom line
The question is always whether your operating model can withstand the strains of growth or change
Underneath these symptoms is usually the same thing. The operating model has fallen out of step with the size or shape of the business and CX is where it surfaces first because customers feel it before the organisation does. By the time it becomes a leadership conversation, retention is already slipping and the senior team is running operations instead of running the business.
Contact volumes rising faster than revenue
Processes breaking under pressure
Information scattered across systems, with issues bouncing around before they resolve
Frontline teams relying on manual workarounds
Technology that's no longer fit for purpose
Senior leaders being pulled into operational escalations
Investors or board members asking harder questions about unit economics
You're overwhelmed by the number of AI-tools being pitched as a "magic solution"
Ihelpbringtogethermultifunctionalteamstounderstandwhat'sreallyhappeningandshapeadeliveryplanthatrespectsthefactyou'restillrunningthebusiness. Everyrecommendationhastotiebacktoacommerciallever.Ifitdoesn’t,itdoesn'tmakethecut.
Ihelpbringtogethermultifunctionalteamstounderstandwhat'sreallyhappeningandshapeadeliveryplanthatrespectsthefactyou'restillrunningthebusiness. Everyrecommendationhastotiebacktoacommerciallever.Ifitdoesn’t,itdoesn'tmakethecut.
The question is always whether your operating model can withstand the strains of growth or change
Underneath these symptoms is usually the same thing. The operating model has fallen out of step with the size or shape of the business and CX is where it surfaces first because customers feel it before the organisation does. By the time it becomes a leadership conversation, retention is already slipping and the senior team is running operations instead of running the business.
Contact volumes rising faster than revenue
Technology that's no longer fit for purpose
Processes breaking under pressure
Senior leaders being pulled into operational escalations
Information scattered across systems, with issues bouncing around before they resolve
Investors or board members asking harder questions about unit economics
Frontline teams relying on manual workarounds
You're overwhelmed by the number of AI-tools being pitched as a "magic solution"
Ihelpbringtogethermultifunctionalteamstounderstandwhat'sreallyhappeningandshapeadeliveryplanthatrespectsthefactyou'restillrunningthebusiness. Everyrecommendationhastotiebacktoacommerciallever.Ifitdoesn’t,itdoesn'tmakethecut.
The Four Ways I Work
Customer Experience Diagnostic
Identify cost and performance gaps across your end-to-end CX operation. A clear picture of what's working, what's broken and where to act first.
CX Strategy & Operating Model
Integrate CX into scalable business operations. Outline the vision and define the responsibilities, metrics and reporting rhythm that create accountability.
AI‑Powered Service Design
Reduce friction and cost to serve through intelligent automation. Create seamless, repeatable experiences through improved flows, processes and touchpoints, integrating self-service and AI solutions.
CX Hiring & Interim Leadership
Support recruitment to get the right people in the right roles faster. Interim or fractional CX leadership to provide strategic direction, coaching and ensure initiatives are delivered at pace.
Customer Experience Diagnostic
Identify cost and performance gaps across your end-to-end CX operation. A clear picture of what's working, what's broken and where to act first.
CX Strategy & Operating Model
Integrate CX into scalable business operations. Outline the vision and define the responsibilities, metrics and reporting rhythm that create accountability.
AI‑Powered Service Design
Reduce friction and cost to serve through intelligent automation. Create seamless, repeatable experiences through improved flows, processes and touchpoints, integrating self-service and AI solutions.
CX Hiring & Interim Leadership
Support recruitment to get the right people in the right roles faster. Interim or fractional CX leadership to provide strategic direction, coaching and ensure initiatives are delivered at pace.
Impact Delivered
Real operational change, measurable customer outcomes and scalable commercial impact.
01
European Travel Scale-up | PE-Backed
Scoped and led Proof of Concept of AI-enabled Quality Assurance system across 800-seat contact centre operations.
26 FTE freed up
8% CSAT uplift
50% faster QA reviews
Full rollout implemented after Proof of Concept
02
European Automotive Scale-up | Pre-launch to IPO
Scaled CX team from 0 to 500+ across multiple markets, overseeing end-to-end customer journey.
5-star Trustpilot at launch, sustained 4.5 stars (50,000+ reviews)
100,000+ vehicle sales with consistent quality
4 European market launches in 11 months
CX successfully navigated IPO scrutiny
03
Health & Beauty Start Up | Series B, VC-Backed
Conducted B2B and B2C CX diagnostic, developing automation roadmap to fix unit economics.
Forecast cost reduction of 33% in operational headcount
Early savings delivered within 3 months
Scalable model aligned to investor expectations for international expansion
Impact Delivered
Real operational change, measurable customer outcomes and scalable commercial impact.
01
European Travel Scale-up | PE-Backed
Scoped and led Proof of Concept of AI-enabled Quality Assurance system across 800-seat contact centre operations.
26 FTE freed up
8% CSAT uplift
50% faster QA reviews
Full rollout implemented after Proof of Concept
02
European Automotive Scale-up | Pre-launch to IPO
Scaled CX team from 0 to 500+ across multiple markets, overseeing end-to-end customer journey.
5-star Trustpilot at launch, sustained 4.5 stars (50,000+ reviews)
100,000+ vehicle sales with consistent quality
4 European market launches in 11 months
CX successfully navigated IPO scrutiny
03
Health & Beauty Start Up | Series B, VC-Backed
Conducted B2B and B2C CX diagnostic, developing automation roadmap to fix unit economics.
Forecast cost reduction of 33% in operational headcount
Early savings delivered within 3 months
Scalable model aligned to investor expectations for international expansion
About Katherine
I help businesses build and run customer experience functions that hold up under pressure and connect to commercial outcomes. I've worked on operating model design, multi-market team builds and end-to-end transformation for brands such as P&G, Paddy Power Betfair, Cazoo, GetHarley and loveholidays.
I started my career in Insights, surfacing uncomfortable customer truths. Often that meant naming the gap between what the business thought it was delivering and what customers were actually getting. From there I moved into operational leadership, running multi-disciplinary teams of 500+, accountable for both performance and cost.
What’s stayed consistent is the type of work that l do. Whether it’s a scale-up laying foundations for a more mature CX function or a corporate entering a new market, the underlying problem is the same. Growth or change has put the operating model under strain and someone needs to bring the threads together. That’s where I come in.
I understand first hand where strategy disconnects from execution. The fix usually lives in the operating model and the people running it. That’s exactly where I want to be
I help businesses build and run customer experience functions that hold up under pressure and connect to commercial outcomes. I've worked on operating model design, multi-market team builds and end-to-end transformation for brands such as P&G, Paddy Power Betfair, Cazoo, GetHarley and loveholidays.
I started my career in Insights, surfacing uncomfortable customer truths. Often that meant naming the gap between what the business thought it was delivering and what customers were actually getting. From there I moved into operational leadership, running multi-disciplinary teams of 500+, accountable for both performance and cost.
What’s stayed consistent is the kind of work I do. Whether it’s a scale-up laying foundations for a more mature CX function or a corporate entering a new market, the underlying problem is the same. Growth or change has put the operating model under strain and someone needs to bring the threads together. That’s where I come in.
I understand first hand where strategy disconnects from execution. The fix usually lives in the operating model and the people running it. That’s exactly where I want to be.
About Katherine
I help businesses build and run customer experience functions that hold up under pressure and connect to commercial outcomes. I've worked on operating model design, multi-market team builds and end-to-end transformation for brands such as P&G, Paddy Power Betfair, Cazoo, GetHarley and loveholidays.
I started my career in Insights, surfacing uncomfortable customer truths. Often that meant naming the gap between what the business thought it was delivering and what customers were actually getting. From there I moved into operational leadership, running multi-disciplinary teams of 500+, accountable for both performance and cost.
What’s stayed consistent is the type of work that l do. Whether it’s a scale-up laying foundations for a more mature CX function or a corporate entering a new market, the underlying problem is the same. Growth or change has put the operating model under strain and someone needs to bring the threads together. That’s where I come in.
I understand first hand where strategy disconnects from execution. The fix usually lives in the operating model and the people running it. That’s exactly where I want to be
I help businesses build and run customer experience functions that hold up under pressure and connect to commercial outcomes. I've worked on operating model design, multi-market team builds and end-to-end transformation for brands such as P&G, Paddy Power Betfair, Cazoo, GetHarley and loveholidays.
I started my career in Insights, surfacing uncomfortable customer truths. Often that meant naming the gap between what the business thought it was delivering and what customers were actually getting. From there I moved into operational leadership, running multi-disciplinary teams of 500+, accountable for both performance and cost.
What’s stayed consistent is the kind of work I do. Whether it’s a scale-up laying foundations for a more mature CX function or a corporate entering a new market, the underlying problem is the same. Growth or change has put the operating model under strain and someone needs to bring the threads together. That’s where I come in.
I understand first hand where strategy disconnects from execution. The fix usually lives in the operating model and the people running it. That’s exactly where I want to be.
Ready to scale your CX? Let's talk.
Ready to scale your CX? Let's talk.
Ready to scale your CX? Let's talk.
K Hurst Consulting